[Remote] Customer Success Advocate

Note: The job is a remote job and is open to candidates in USA. TrueLearn is a company focused on providing resources for licensure and board preparation. The Customer Success Advocate will serve as the primary customer resource, handling technical questions, billing issues, and promoting products to ensure customer satisfaction and success.

Responsibilities

• Become an expert in Medality, Picmonic, Apex, COMQUEST and TrueLearn’s products and services
• Provide support via chat, email, and phone to cover Medality, Picmonic, Apex, COMQUEST and TrueLearn’s products and services
• Achieve customer success objectives by fully understanding customer needs
• Understand and execute technical support processes
• Resolve technical issues for customers
• Communicate and troubleshoot with customers to solve problems through email and phone
• Assist in creating and executing strategy to meet company goals and objectives
• Suggest and assist in implementing improvements to technical support process
• Ensure every conversation is closed out with a delighted customer
• Collaborate cross functionally with engineering, sales, product, and other departments on identified projects to ensure successful customer outcomes and meet overall company objectives and metrics

Skills

• Completion of all pre-screening questions is required for consideration in the selection process
• A bachelor's degree or the equivalent experience is required
• Professional, with strong written and oral communication skills
• Meticulous attention to detail with commitment to quality
• Strong love of helping others succeed
• Be a people person that is results driven with a positive attitude and supportive of teammates
• Computer skills including Google Suite and Microsoft Office and general comfort with technology
• Great team player, a self-starter, organized, consistent, has good time management skills with the ability to quickly learn and adapt to an ever-changing and fast paced environment
• Ability to work some evening hours and weekends
• Google Suite: 1 year (Required)
• Preferred background in medical education, medical terminology, or education
• Preferred familiarity with ticket queues such as Salesforce

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Company Overview

• TrueLearn is a test simulation and preparation tool using SmartBanks and robust analytics to help medical students study smarter for exams. It was founded in 2008, and is headquartered in Pittsburgh, Pennsylvania, USA, with a workforce of 51-200 employees. Its website is http://www.truelearn.com.

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